AI, automation and smarter staffing are flipping the old script — efficiency and customer experience no longer have to ...

Workforce optimization (WFO) means using data to improve agent performance, reduce costs, and deliver better customer experiences. Contact center workforce optimization has two pillars: workforce ...

Businesses are doubling down on innovations like generative AI, advanced analytics and conversational intelligence to redefine how they engage with customers through contact centers. These tools are ...

As digital labor with specific roles, AI agents need to be managed as part and parcel of an organization’s entire workforce.

Trevor Clark is the Co-Founder and CEO of ShyftOff, a flexible, on-demand outsource solution for contact centers and customer support teams. Gig-based work is here to stay. We’ve seen this in the ...

Business communications platform provider 8x8 has made its 8x8 Workforce Management, allowing organizations to forecast, schedule, and staff their contact centers across voice, chat, email, and other ...

Zoom Communications has made a number of significant additions to its customer experience services portfolio, with a Workforce Engagement Management site designed to help boost employee engagement and ...

Workforce management (WFM) is the process by which a company makes all of the complex factors of running a successful business come together to maximize an organization’s productivity and competency.

Salesforce's new CCaaS shifts CX architecture, placing resolution at the core by interpreting intent and automating workflows across systems.

Struggling to choose the best call center software for your business? Compare top options to find the solution that fits both your team and budget. There are dozens of call center solutions available ...